BARCHESTER Healthcare is celebrating its customer experience team who have been short-listed in two categories in the prestigious UK Customer Experience Awards.
The provider, which operates 267 care homes and private hospitals nationwide, entered two projects, both of which have been named finalists in their respective categories.
Each year Barchester conducts a customer survey to collate feedback from its 13,500 residents and patients, and their loved ones. Entitled ‘Tell Barchester,’ the survey is an opportunity to gather the opinions of the people living in Barchester’s homes and hospitals, along with those of their families and loved ones. Every piece of feedback given in the survey is considered and acted upon. Tell Barchester has been shortlisted in the ‘Best Use of Customer Insight’ category.
As part of its intensive digital transformation initiative, over the past two years Barchester has invested heavily in a new CRM system driven by Salesforce. The new system, Connex, ensures that every interaction a customer has with Barchester through whatever touchpoint is recorded so that the information only has be to inputted once and their experience of dealing with the company at whatever stage in their care journey, is seamless. Connex has been shortlisted in the ‘Best Use of Technology’ category.
Barchester Healthcare is the only company from the health sector to be shortlisted in either of its categories. The winners will be revealed at an awards ceremony at Wembley in October.